Commonwealth Police Legacy
shield-icon
(508) 989-9848

911 Emergency Dispatching; Navigating Relationships: Dealing with Difficult Co-Workers in 911 Dispatch at the Sandwich Police Department

2026-01-09
Sandwich Police Department

Instructor: Ret. Lieutenant Fred Leland of Walpole PD

Register Now

From 8:00am to 12:00pm
Registration: 8:00am

Nothing is more frustrating than having to constantly deal with difficult co-workers in Dispatch. They drain you of your time and energy and encounters with them leave you frustrated, angry and stressed out. Dispatchers are tough and resilient people. But no human being is equipped for continual, bleak negativity from co-workers on top of everything else you are dealing with.

In this 4 hour course you will learn steps you can take to better manage your interactions with them.

  • Learn how to recognize that while you cannot change your difficult co-workers, you can change your reaction to them.
  • Ask questions like; is this person worth getting upset over? Is this person’s behavior really destructive? Is this person’s behavior truly affecting me, or am I letting it affect me?
  • Remaining positive in a negative environment
  • Developing essential skills like calm communication, active listening and setting professional boundaries to de-escalate conflicts and improve your workplace dynamics
  • Where and how conflicts arise in the PSAP, we will offer strategies to address and minimize conflict among co-workers and supervisors
  • Importance of teamwork in high-stress scenarios
  • Characteristics of challenging personalities
  • Different types of difficult co-workers-

The Aggressor
            The Negativist
            The Avoider
            The Know-it-All

  • Emotional and Psychological Effects
  • The impact on team morale and efficiency
  • Assertive versus aggressive communication
  • Role-playing scenarios addressing different difficult behaviors
  • Building Resilience and Minimizing Targeting
  • Developing Personal Resilience
  • Self-care techniques for managing stress
  • Mindfulness and emotional regulation strategies
  • Inspiring Positive Behavior
  • Techniques for motivating colleagues
  • Recognizing and reinforcing positive behavior
  • Strategies for conflict resolution and team-building exercises
  • Importance of a healthy workplace culture

Register Now

» Offline registration: pheagney@policelegacy.com or call 508-989-9848
» Cost: $179 USD per official.